Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
|A single word||
||Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".|
You can specify that the search results contain a specific phrase.
Topics that contain the literal phrase "cat food" and all its grammatical variations.
Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.
Two or more words in the same topic
|Either word in a topic||
|Topics that do not contain a specific word or phrase||
|Topics that contain one string and do not contain another||
|A combination of search types||
- IR Expert
- What is Knowledge Engineering?
- Standard record lists and IR Expert
- Database Dictionary and IR Expert
- IR query features
- Using IR Expert to create a query
- Searching the central Knowledge Base
- Promoting or discarding a solution candidate
- IR Expert tasks
- Special considerations for using IR Expert
- How IR Expert evaluates documents for relevance
- IR Expert scirexpert file
- Creating an IR file
- Updates to IR files
- IR keys and non-IR keys
- Find Solution
- Customizing IR Expert
- Chinese, Japanese, and Korean language analyzer
- IR Expert file descriptions
Using IR Expert to create a query
When you access IR Expert, it displays one of the following:
- A search form containing a query if you invoked it from an Incident Management or Service Desk application.
- A form with a list of files to search.
IR Expert requires a specific query to process against the target file that is a plain text query. It returns a record list containing related records sorted by relevance.
If you issue an IR query by opening the More Actions menu and clicking Search Knowledge (or clicking Find Solution if you have not purchased a Knowledge Management license) from an incident or service desk interaction record, you can record and post information from the IR record back to your source incident or service desk interaction record.
Note: You cannot submit a true query, which is an empty query statement, to retrieve all records in the specified file.